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(EMAILWIRE.COM, May 10, 2012 ) SAN DIEGO and SANTA CLARA, CA -- Technology Services World 2012 Best Practices concluded on Wednesday, having drawn nearly 700 attendees, representing more than 200 companies from 14 countries. The event, hosted by TSIA, focused on today’s hottest topics, including cloud computing, social media, value-added services, service revenue generation, managed services, and how to be a successful change agent in a product-centric company.
Highlights included:
• Powering Up to Lead. In his opening keynote, “Powering Up to Lead: Help Manage Your Company's Service Thinking,” TSIA president and CEO J.B. Wood discussed the need for today’s service leaders to innovate around the opportunities and threats brought about by rapidly accelerating industry trends, and how to "manage up" to get the budget, resources, and influence necessary to defend, optimize, and innovate their service businesses.
• Solving the Challenge of Embedded Services. TSIA executive director Thomas Lah shared the tactics service organizations are employing to solve the intractable problems they have faced for decades. In “Solving the Unsolvable Challenges of Embedded Services,” Lah discussed how service practitioners can break down the barriers that create deadlocks or slow progress within their organizations.
• Lessons Unlearned: 25 Years in Customer Service. Authored by TSIA vice president of technology research, John Ragsdale, and released at TSW 2012, Lessons Unlearned follows Ragsdale throughout his 25-plus years in the customer service industry. The author was on-hand to sign books and share insights in his closing-day keynote presentation.
• TSIA Research Revealed. Seven concurrent “Power Hour” sessions, presented by senior TSIA staff, revealed the latest findings in the areas of education services, service revenue generation, social media, channel optimization, professional services, service technology, and services benchmarking.
• Women in Services. Women in Services, founded by TSIA association members to help women in the services industry advance their careers and leadership skills, enjoyed record-breaking attendance at its fundraising networking dinner, and anticipated a substantial contribution to Dress for Success San Diego. Guest speaker Ana Pinczuk, vice president at Cisco Systems, shared her career story and how services accelerated her success.
• Vision Awards @ Service Revolutions. Now in its third year, conference attendees participated in the Service Revolutions showcase, where seven companies presented leading-edge concepts, technologies, and products that represent breakthrough thinking with the potential to transform the services landscape. Voted on by the audience, the winning companies—SAP and chatID—were presented the prestigious TSIA Vision Award at the closing luncheon and awards ceremony.
• TSW|EXPO. Nearly 40 TSIA partners were available in the TSW|EXPO allowing attendees to learn about the latest in service technology and solutions.
• Managed Services Summit. In a special two-hour session on the closing day of the conference, managed services practitioners from 25 member companies participated in a discussion of the challenges in building and optimizing an embedded managed services business, as well as some of TSIA’s current research insights. The summit was a precursor to the potential launch of a TSIA Managed Services research practice in 2012.
About TSIA
The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. www.tsia.com
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TSIA
Suzanne Hite
410-774-5322
suzanne.hite@tsia.com
Source: EmailWire.com
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